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Service Desk Analyst

LocationNorth America, New York
Published30th November
SectorCommercial Real Estate Innovation
Job Type
Job TypePermanent
ConsultantGlenn Nicholson

PropTech Service Desk Analyst role based in New York, US

Our client is seeking a talented Service Desk Analyst to join their customer service driven Support Team.

Their vision is to give their employees the best possible technology experience by offering innovative technologies and supporting them with a “white glove” level of service

The Service Desk Analyst is a role which will provide remote support to their users nationally and hands-on support for the New York City location. This role is crucial to ensuring customer requirements are met in terms of communication, prioritizing, escalating and resolving incidents and requests.

This candidate will assist our client’s users to leverage technology and solve business problems by being the first point of contact for all technology-related problems and will be responsible for escalating un-resolvable incidents to a specialist. The Service Desk Analyst supports North American clients over the phone using remote connection tools and hands on in their Midtown NYC location.

What you’ll do
  • Prioritize incident and service requests
  • Ensure processes are carried out in accordance with agreed standards or procedures:
  1. Record, classify and prioritize requests and incidents
  2. Identify and record incident symptoms, determine possible causes and either resolve or allocate for resolution.
  3. Ensure documentation of incident resolution, where it may be reusable is submitted into knowledge base.
  4. Verify with the affected Users that the service request/incident has been satisfactorily fulfilled/resolved and then close.
  • Contribute to internal IT and end user knowledge base content
  • Collaborate with all areas of IT to deliver exceptional in-house service and support
  • Participate in selecting corporate desktop/laptop hardware standards
  • Maintaining desktop/laptop and related equipment inventory
What you’ll support
  • Mobile Device Support (iOS, Android)
  • Windows and Mac Support
  • Microsoft Active Directory user and group management
  • Cloud-based solutions including but not limited to Office 365, Box, Smartsheet, Slack and Zoom
  • Microsoft end user software
  • HP & Lenovo Desktop/Laptop technologies
  • Antivirus technologies
  • CrashPlan Cloud Backup
  • Adobe product support
  • Mimecast Spam Filter Technologies
  • Cisco phone technologies
  • Conference room AV support
  • Printer support and maintenance
  • Salesforce support experience a plus
What you’ll need to be successful
  • Superior customer service mindset – the ability to be empathetic, accurate, resourceful, conscientious and operate with a sense of urgency
  • Treating people with trust, respect and compassion
  • Excellent judgment to prioritize customer issues based on their urgency and impact to business.
  • Working knowledge of support industry best practices for world class customer service in technical support/services environment – particularly Salesforce, ServiceNow or other support system, as well as Jira or similar
  • Communicating openly, honestly and acting with integrity
  • Excellent verbal and written communication skills
  • Ability to handle aggressive mission critical deadlines
  • Looking for any areas of improvement and suggesting changes
  • Ability to multitask
  • Welcoming new ideas
Position Type/Expected Hours of Work

This is a full-time position. Days and hours of work are Monday through Friday, 8:30 a.m. to 5:30 p.m. May vary depending on other Service Desk members schedules.


Limited travel to remote offices may be required.

Required Education and Experience
  1. At least 5 years work experience in a Service Desk position
Preferred Education and Experience
  1. Bachelor’s degree
  2. Prior Team Leader experience
  3. Prior experience supporting MACs in a corporate environment is a plus
  4. Commercial real estate experience
  5. Technical / Support Certifications


LMRE Tech consultant

Glenn Nicholson

Glenn Nicholson

+44 (0)20 3833 2248


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